Experience

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  Tata consultancy services

  Jun 2009 - Nov 2015

  Business process lead

  Process Associate:➢ Worked in different Mortgage processes which include:● Appraisal Review● Title Commitment Review● Home Equity Subordination● Good Faith Estimate● Credit Inquiry Notification● First Mortgage Front & Back End Underwriting ➢ Applications like Unifi, Impact & Cadence were used to process mortgage loans for veterans, conventional & FHASenior Associate:➢ Promoted to senior associate on June 2011 and started doing other works including: ● Audit the files on a daily basis and send response to the near shore and onshore team● Preparation of SOD & EOD process reports● Arrange for client calls for process calibration regularly● Address client mails for any process related queries/issues with proper solution● Worked in all 4Cs of UnderwritingProcess Lead:As a team lead, handled 8 – 10 team members during the period. Apart from that, ● Select nominations for R&R’s & manage the performances of associates● Presentations for Monthly Business Review & Quarterly Business Review● Prepare data for PMF & PMR on a monthly & quarterly basis respectively● Undertake half yearly & yearly appraisals to the team members● Knowledge in Process Transition and prepare related documents for audit trails Show less

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  Accenture

  Dec 2015 - Nov 2020

  Senior team lead

  Handled 17 team members for multiple clients to deliver the processes in a timely manner ➢ Supervised implementation of new applications for 4 clients resulting in process efficiency and additional projects successfully. ➢ Collaborated with QA team leads and managers by conducting regular project meetings to attain the project deadlines. ➢ Engage with HR team for recruiting the employees based on the process requirements and lead the interviews. ➢ Regular brainstorming is done with the team members as well as with management to generate new ideas and to address the pain areas for better outcomes. ➢ Effectively utilized and allocated the resources by conducting SWOT analysis and documenting the results. ➢ Prepared OE docs relating to SIPOC, HLPM, RCA, Application Matrix, Management Operating System (MOS) & process 3X3 along with its respective control charts to get the glimpse of the process ➢ Prepare reports based on the feedbacks received from the Client in order to generate control measures for the betterment of the team members’ Show less

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  Verity global solutions

  Dec 2020 - Feb 2023

  Team lead

  Handled 25 team members for UK & US Mortgage Originations & Underwriting for 5 clients ➢ Prepare User Access Management report for the team to make sure there are no issues with the application accessibility that interrupts the work at any point. ➢ Collaborated with managers and support team in implementing the Nyutraq tool that effectively tracked the day to day activities of an employee. ➢ Ensure to have regular signoffs on the SOPs to the processes that are handled ➢ From audit standpoint, conduct regular system audits within the team to make sure the team does not keep any Sensitive or Confidential data in their desktops. ➢ Takes care of Work Allocation on a priority basis and prepare monthly SLA presentation with the client to inform the condition of the processes since it plays a vital role in day to day operations ➢ Developed weekly MIS reports from the respective teams to standardize processes and reduce feedbacks from client ➢ Conduct daily huddle and meetings with the team members to discuss on the daily trend of individuals and performance of the team ➢ Regular calibration calls with the Team/QA/Client to work on same line based on the latest updates in the market ➢ Provide process and team inputs for the weekly/monthly operational review calls on the happenings to the service delivery team to discuss with the onshore team and client ➢ Utilize resources by providing cross skill training based on process needs Show less

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  Dyad

  Feb 2023 - now

  Implementation manager

  ➢ Manages 7 clients in maintaining, servicing and provide solutions to the client in UK & US as part of Insurance ➢ Create detailed implementation plans including meetings, conference calls and visits ensuring all tasks are assigned and handled by the appropriate member of the team. ➢ Update tickets in Redmine on the issues raised by client and allocate the bugs, tasks, enhancements and change requests without any slippage. ➢ Encouraged and influenced customers to migrate from manual systems to online platform through Carriers APIs that avoids client from doing manual processing to enter duplicate data. ➢ Guides the developers and managers to understand the client requirement through continuous feedback that improves the client’s recurrence of issues down by 20%. ➢ Maintains a positive working relationship with all the clients by regular updates and meetings that avoid hindrance in the communication gap and ambiguity ➢ Working closely with MGAs and cross functional teams throughout the implementation phase that helps in meeting the project deadlines through proper co-ordination and effective communication ➢ Monitoring processes, identifying improvement areas and implementing measures to maximize customer satisfaction. ➢ Prepare Weekly Status Report for Open, In Progress & Closed tickets and creates daily MIS for processing client calls. ➢ Conducting quarterly Voice of Customer (VOC) analysis for evaluating and enhancing managerial performance. ➢ Prepare training plans and documents that assist Underwriters and Agents through self-explanatory notes to avoid customer complaints from the front end. Show less